We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 121876 results
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Decision Reference DRN-3948433
6 Feb 2023 National Westminster Bank Plc UpheldBanking and PaymentsDRN-3948433 The complaint Miss N is unhappy National Westminster Bank Plc (NatWest) declined a payment she made online. What happened In early August 2022 Miss N made a few payments online with the same retailer. All but one payment went through, a reoccurring payment for £6.60 she had set... (2 pages)View decision -
Decision Reference DRN-3947355
6 Feb 2023 Nationwide Building Society UpheldBanking and PaymentsDRN-3947355 The complaint Mr D complains about the service he received from Nationwide Building Society when he asked it to process a chargeback. What happened Mr D booked a family ski holiday in January 2020, and he used his Nationwide credit card to purchase lift passes to a value of £1,... (4 pages)View decision -
Decision Reference DRN-3670516
6 Feb 2023 Tideway Investment Partners LLP UpheldPensions and AnnuitiesDRN-3670516 The complaint Mr H complained that he was given unsuitable advice to transfer his defined benefit (DB) British Steel Pension Scheme (BSPS), to a Self-Invested Personal Pension (SIPP), a type of personal pension plan. Tideway Investment Partners LLP is responsible for answering ... (12 pages)View decision -
Decision Reference DRN-3948086
6 Feb 2023 MBNA Limited UpheldBanking and PaymentsDRN-3948086 The complaint Mrs M complains about the customer service provided by MBNA Limited (“MBNA”) when money was paid into her credit card account in error. What happened Mrs M had a credit card provided by MBNA. In July 2022, she noted that an amount had been paid into her credit car... (4 pages)View decision -
Decision Reference DRN-3632143
6 Feb 2023 TSB Bank plc UpheldMortgagesDRN-3632143 The complaint Mr S and Ms R complain about the way TSB Bank plc (trading as Whistletree) (“TSB”) managed their mortgage. What happened In September 2004 Mr S and Ms R were offered a ‘Together’ mortgage with Northern Rock. After that they took out a mortgage for £95,000 over a 2... (6 pages)View decision -
Decision Reference DRN-3948025
6 Feb 2023 TSB Bank plc UpheldBanking and PaymentsDRN-3948025 The complaint Miss G has complained that she was consistently overdrawn for the past 14 year’s and that TSB Bank plc (“TSB”) acted unfairly by applying overdraft charges when she was in financial difficulty. What happened Miss G had a bank account with an overdraft limit of £2,... (3 pages)View decision -
Decision Reference DRN-3947780
6 Feb 2023 Assurant General Insurance Limited UpheldInsuranceDRN-3947780 The complaint Mr and Mrs W have complained that Assurant General Insurance Limited deemed Mrs W’s phone to be beyond economical repair and replaced it with a reconditioned phone without discussing it with her. What happened Mr and Mrs W held mobile phone insurance with Assurant... (4 pages)View decision -
Decision Reference DRN-3944210
6 Feb 2023 Rentokil Insurance Limited UpheldInsuranceDRN-3944210 The complaint Mrs H and Mr H complain about Rentokil Insurance Limited (RIL) and the length of time their claim has taken to progress. They also complain about the standard of the repairs that have been completed. Mr H has acted as the main representative during the complaint p... (5 pages)View decision -
Decision Reference DRN-3781114
6 Feb 2023 Gallium Fund Solutions Limited UpheldInvestmentsDRN-3781114 The complaint Mr S is complaining that he was mis-sold a bond by Basset Gold Limited (“BG Ltd”), an appointed representative of Gallium Fund Solutions Limited (“Gallium”). He says he was told the bond was secure, low risk and spread over a variety of investments. He also says t... (5 pages)View decision -
Decision Reference DRN-3947608
6 Feb 2023 Equifax Limited UpheldConsumer CreditDRN-3947608 The complaint Mr S complains EQUIFAX LIMITED (“Equifax”) cancelled his subscription without any warning and that it didn’t always adjust its communications for him. What happened I previously issued a provisional decision on this case. I intended to come to a different outcome ... (2 pages)View decision
